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    Primo TC EU00 - RCA - November 2, 2017

    Confidential Information, Disclaimer and Trade Marks


    This document serves as a Root Cause Analysis for the Primo service interruption experienced by Ex Libris customers.

    The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

    Event Timeline

    Service interruption was experienced by Ex Libris customers served by the Primo TC EU00 instance at the European Data Center during the following hours: 

    November 2nd, 2017 from 2:35 PM until 2:50 PM Amsterdam time.
    November 2nd, 2017 from 7:08 PM until 8:17 PM Amsterdam time.

    During the event, the service was unavailable for the environment.    

    Root Cause Analysis

    Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

    Due to a DB bug, a particular abnormal query caused the DB connection pool to run out of available connections.
    This required an application re-start

    Technical Action Items and Preventive Measures

    Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

    • Ex Libris DBA identified the query and implemented a workaround prevented this query from influencing the whole environment.
    • Ex Libris DBAs are working with Oracle support to find a permanent solution to this problem that will be implemented in all the environments.

    Customer Communication

    ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address:

    These updates are automatically sent as emails to registered customers.



    Publication History

    Date Publication History
    November 16, 2017 Initial publication